Service Desk Analyst

Job Description and Duties

Why join CalHR?
The California Department of Human Resources (CalHR) was named a 2026 Gallup Exceptional Workplace Award winner for strengths development, a national recognition of organizations that build cultures helping people do their best work. This honor reflects our department-wide investment in a strengths-based workplace that supports growth, leadership and a stronger employee experience. Join CalHR to work in an environment that prioritizes professional development and public service.

The California Department of Human Resources (CalHR) is the pillar of human resources management for all state employees. Our success is made possible by the hard work of more than 400 CalHR team members who serve as trusted advisors to our strategic partners and the public. If you are interested in providing exceptional human resource services and guidance, CalHR is the place for you. By joining our team, you’ll have the opportunity to make a meaningful impact while working alongside passionate professionals.  Get to know us more here!

CalHR employees are excluded from bargaining and are eligible to receive enhanced benefits, such as CoBen benefit allowance, employer paid life insurance, additional vacation/annual leave, and are not subject to State Disability Insurance payroll withholding.

This is an exciting opportunity to join our diverse team in the following role. If you are interested in joining our team, apply today!

About this Role
Under the general supervision of the Information Technology Supervisor I, the Information Technology Associate is responsible for providing end user support of information technology systems in the Enterprise Support Unit (ESU).

How to Apply
Information about applying for a state job can be found here: Three Steps to a State Job . If you’re interested in exploring additional job opportunities at CalHR, please reach out to our recruitment team at View email address on calcareers.ca.gov . We’d love to hear from you!

You will find additional information about the job in the .

Working Conditions

• Career Development: CalHR provides continuous learning and training opportunities to support personal and professional growth, including two Professional Development Days per fiscal year. 
• Location: CalHR is centrally located near the Ice Blocks in downtown Sacramento, with many dining and shopping options nearby. 
• Work-Life Balance: Work-life balance is fostered through measures like telework and adjustable schedules, allowing personal and professional lives to thrive together. 
• Diversity, Equity, and Inclusivity: A work culture that emphasizes a culture of diversity and inclusivity, offering tangible rewards and recognizing the intrinsic value of varied perspectives and collaboration. 
• Generous State Benefits: Comprehensive health and dental insurance, long-term disability insurance, 11 paid holidays per year, paid time off, defined benefit retirement program, commute program, employee wellness programs, employee assistance programs, and medical/dependent care reimbursement accounts. 

This position may be eligible for a telework opportunity in accordance with departmental policies and operational needs. Employees are currently required to work in-person at least four (4) days per week in alignment with Executive Order N-22-25. Additional in-office days may be required based on operational needs.

Special Requirements

All interested applicants are required to submit a Statement of Qualifications (SOQ). Please provide direct responses to each of the numbered items listed below. Applicants must number and include the full text of the SOQ items in their response. Please include specific examples of your education, training, and/or experience. SOQs should be limited to a maximum of two (2) pages, single-spaced, twelve-point Arial font.

1. Describe how you communicate technical information to end-users who may have limited technical knowledge. Include an example of a time when you turned a potentially negative customer interaction into a positive outcome.
2. Describe a time when you identified a recurring technical issue or service gap before it became a major problem. What steps did you take to address it, and what was the outcome? Include how your actions improved efficiency, reduced incidents, or enhanced the end-user experience.
3. Tell us about a time you noticed that an existing IT process, checklist, or documentation was incomplete or outdated. How did you handle the situation? Describe any steps you took to improve or update the process.

Note:  Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and resumes do not take the place of the SOQ.

For helpful guidance on writing an effective SOQ, please see our Work4CA guide.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Ability to exercise a high degree of initiative
• Ability to reason logically and creatively, identify problems, draw valid conclusions
• Ability to work well under pressure, meet deadlines, and adapt to changing priorities
• Proficient knowledge of Windows 11, Active Directory, and desktop imaging
• General knowledge of systems management software, basic networking concepts
• Proficient knowledge of network cabling, VoIP systems and mobile device support
• Excellent interpersonal and customer service skills

Benefits

CalHR ensures that all state employees, retirees and their dependents have access to competitive, quality and affordable benefits.  Please visit our new Benefits website at   for more information!

Additional Application Information

Using the online application system as specified in the announcement is the preferred method for applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

• Electronic Submission: Application and any required applicable documents may be submitted electronically through CalCareers account. The application packages must be received electronically by 11:59 p.m. on the final filing date as stated on the job vacancy announcement. 
• U.S Postal Service Mail: Application and any applicable required documents may be submitted by mail. The envelope must be postmarked before or on the final filing date as stated on the job vacancy announcement. 

Do not include confidential information such as social security numbers, date of birth, marital status, equal employment opportunity data, examination scores, and LEAP information.

Per CCR 249.3 we may fill additional positions from this recruitment.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is required and must be included.
• Statement of Qualifications - A Statement of Qualifications (SOQ) is required and must be included. Please see the Special Requirements section for instructions.
• Other - A Cover Letter is also requried for this position and may not be used in lieu of the required Resume or Statement of Qualifications.